SLAs results (Offering commitment)

[AB5]

Hello,

I would like to ask for your help. I cannot work out how reports regarding offering's SLA commitment works. I need to see results in HOMEPAGE - MY SERVICES SLAs and it doesn't show results.

When I register incident against particular service offering, SLA regarding such offering is lunched (for example P1 Resolution 1hr 24x7). For test purposes I am waiting until such SLA is breached (like 1000% breached). Then I am closing this incident and it didn't bring any updates on particular gauge. Please refer to attachment. It should present that sla was breached. I did lunch all scheduled jobs regaring SLA, but no effect. Can you please let me know how can I use this functionality?

I DONT GET IT 😞

AB

[chrismerkel]

Hi Yogesh,

I don't have a copy of the KB at this moment, but below is a snapshot of my updated "Calculate SLA Results" script:

var srs = new SLAResultSummarizer();

// var start = new GlideDateTime();

// start.setValue(gs.beginningOfYesterday());

// srs.summarize(start);

srs.summarize();

[vivian08081]

Hi Chris,

I also can't display anything on my service - sla.

Based on your solution, I couldn't get into Hi service, could you share the KB?

By the way, here's my question about SLA, could you help to answer it?

My Services: SLAs display as: No subscribed services

[chrismerkel]

Hi Wei Jiang,

I saw you had other questions posted in the forum and hopefully those answers will allow you to see the SLA results properly.

If not, check your "Calculate SLA Results" script and make the updates to match the below lines:

var srs = new SLAResultSummarizer();

// var start = new GlideDateTime();

// start.setValue(gs.beginningOfYesterday());

// srs.summarize(start);

srs.summarize();

Run the script manually and let me know if that fixes your issue.

[vivian08081]

Hi Chris,

I have another question about Service Offering SLA.

Then contact SLA can be attached to ticket, but the Service Offering SLA can't get attached to ticket. Both SLAs are the same start and stop condition.

Have you ever meet this issue before?

[chrismerkel]

Hi Vivian-

You should be able to track both on an incident. Make sure the incident

configuration item is set to a service offering.

You also should ensure you have a service commitment record defined with

the service offering SLA and attached to the service offering.

Onward,

Chris

On Sun, Jan 14, 2018 at 8:42 PM vivian08081 <